topic Re: Is it just me? in Broadband

Is it just me?

Phaeton — Thu, 20 Jun 2024 10:01:19 GMT

I've been with Plusnet since before it was Plusnet, I've left a few times but always came back as the support teams of any other company were abysmal, but now I'm finding Plusnet is just as bad. My FTTC went down on the 11th, my Fritz!box could not see the BB sync, I rung up & because I had a 3rd party router they couldn't do anything. They sent a new router out which arrived on Friday, so I put that on the line which did work (after a lot of changing my network) but it was constantly dropping. We tried to stream a programme on Saturday night, it took nearly 1 & a half hours to watch a 45 minute programme due to the constant dropping.

Reported it again on Sunday this time they said there was an Openreach issue & an appointment was made for Tuesday morning, we're now Thursday & still waiting for somebody to arrive. We're getting between 19 & 22Mbps when connected which TBH we can work with but it's the constant dropping we can't tolerate & the lack of response from Plusnet.

I know Plusnet are held ransom to Openreach but I have asked for an update each morning & received Zilch back in response, not even a response saying there's sweet FA we can do, have some patience.

Not 100% sure why I'm making this post as there is nothing that anyone here can do, but I have to vent somewhere & it's not fair to do it on the phone to the agents as they have no control over the situation, AND BREATHE that feels better.

Re: Is it just me?

ClaudiaG23 — Fri, 21 Jun 2024 09:16:27 GMT

Hi @Phaeton I can look into this for you, it looks like the details we hold are for the older accounts you had. Can you pop me a private message with your current username please?

Re: Is it just me?

Phaeton — Fri, 21 Jun 2024 09:54:12 GMT

Thank you @ClaudiaG23 but in desperation yesterday afternoon I called in & spoke to Matthew ?, he looked into the issue, the request to Openreach appears to have not left BT, it was stuck & had not been forwarded. He could not do anything with it, but promised to call back within 2 hours to update me. He actually called back within the hour, he'd deleted the old appointment, we arranged a new one with Openreach, Maksims arrived this morning & now we have the best Broadband we have ever had, currently we are getting the full 40Mbps (presumed capped).

This is the quality of service Plusnet always gave, so the question really I suppose, why was the original missed appointment not picked up by some alerting system? Anyway thank you for your concern, but 'Hopefully' we are now good for the near future.

Re: Is it just me?

Phaeton — Fri, 21 Jun 2024 18:44:54 GMT

@ClaudiaG23 I spoke too soon, firstly it's weird that the router states 40Mbps yet BT Broadband test shows only 26Mbps which is below the contract threshold of 28Mbps I believe? We have also have still suffered drops, so I don't think the issue is resolved Question 242246576 refers

Re: Is it just me?

adamwalker — Sat, 22 Jun 2024 10:41:45 GMT

Hi @Phaeton Logs are showing a connection of over 16hrs since some line repairs were carried out yesterday so it looks like things have improved but we just need to monitor things a bit longer.

I'll check back in with you around this time tomorrow.

Adam

Re: Is it just me?

Phaeton — Sat, 22 Jun 2024 13:14:03 GMT

Thank you @adamwalker that still doesn't explain the drop at 19:27 last night long after the engineer had left, but hopefully it will settle down.

Can you explain why a setting on the router has been changed to always show the download speed of 40Mbps even when it's only 26Mbps?

Re: Is it just me?

MisterW — Sat, 22 Jun 2024 13:29:21 GMT

Can you explain why a setting on the router has been changed to always show the download speed of 40Mbps even when it's only 26Mbps?

The router doesn't show download speed , it shows sync speed. Download speed will be affected by any BT profile and, if you have a static IP,, the Plusnet current line speed, either of which may not have caught up with any increase in sync speed yet.

Re: Is it just me?

Anunnaki — Sat, 22 Jun 2024 14:47:57 GMT

@Phaeton wrote:

... it's weird that the router states 40Mbps yet BT Broadband test shows only 26Mbps

@MisterW wrote:

Download speed will be affected by any BT profile ...

@Phaeton you can check your BT "IP Profile", by clicking on the <Advanced Diagnostic> button that appears after you've performed the initial speed test on the BT Wholesale Broadband Performance Test

Re: Is it just me?

Phaeton — Sat, 22 Jun 2024 17:28:04 GMT

@MisterW What is the BT profile & why would a static IP affect it?

@Anunnaki This is what I get if I click on additional

Re: Is it just me?

MisterW — Sat, 22 Jun 2024 17:36:12 GMT

@Phaeton the BT profile is a data profile which is derived from the sync speed and should update when the sync changes. There is also the Plusnet Current line speed which should follow changes in the BT profile, however this sometimes doesn't happen and in any case changes aren't actioned until the PPPoE connection is dropped. The majority of Plusnet accounts are not affected by the current line speed , however accounts with static ips are! So if there's a delay in the Plusnet line speed updating , an account with a static IP can be limited by it.

Re: Is it just me?

Anunnaki — Sat, 22 Jun 2024 17:43:35 GMT

@Phaeton wrote:

@Anunnaki This is what I get if I click on additional

Yes, so if you still have a landline phone then click on the <Telephone Number> button and then enter your phone number in the box below, and then click <Run Diagnostic>, if you don't have a telephone number then instead click on the <Broadband Service ID (BBEU)> button, then enter your line's BBEU number in the box below, and then click <Run Diagnostic>

Re: Is it just me?

Champnet — Sat, 22 Jun 2024 17:47:46 GMT

@MisterW Isn’t fixed IP traffic routed through different segments of the Plusnet network ?

Re: Is it just me?

MisterW — Sat, 22 Jun 2024 17:57:53 GMT

@Champnet yes you are correct , and that part of the network is still subject to the Current line speed profiling.

Re: Is it just me?

Champnet — Sat, 22 Jun 2024 18:44:01 GMT

@MisterW I was thinking of a speed reduction rather than line speed profiling...........

Re: Is it just me?

MisterW — Sat, 22 Jun 2024 19:05:17 GMT

My connection has a static IP and on a 900/115 FTTP product I get around 915Mb on a speed test so the network is perfectly capable of running at the provisioned speed even on the top spec products

Re: Is it just me?

Champnet — Sat, 22 Jun 2024 19:17:22 GMT

@MisterW I was refering to 80/20 or 40/20 lines.........

Re: Is it just me?

MisterW — Sat, 22 Jun 2024 19:26:40 GMT

Why would they be a problem ?

Re: Is it just me?

Champnet — Sat, 22 Jun 2024 19:38:17 GMT

@MisterW Just a distant memory that fixed IP traffic was re-routed across the Plusnet network which incurred a 10-20% reduction in maximum speed levels, this was long before fibre to the premises. Don't think I'm adding much to the thread so I'll back out............

Re: Is it just me?

Phaeton — Sat, 22 Jun 2024 19:50:26 GMT

@Anunnaki Sorry being dim where do I get our BBEU from?

Re: Is it just me?

Phaeton — Sat, 22 Jun 2024 19:54:54 GMT

@Champnet it is relevant as we are on a static IP & nobody has ever advised this could have a detrimental effect on speed, we have no option for FTTP via Openreach. We jump to Connect Fibre, but as the sales person lied to me, the get out clause is £155 so it appears we will be staying although TBH I have no reason apart from this issue to change.